SureStay Hotel — Hotel in Tehachapi

Attention: Management and Prospective Guests,

I am writing this review to express my deep disappointment and frustration with the unacceptable experience I recently had at Best Western Sure-Stay. Not only was I subjected to an unauthorized charge of $500, but I also endured discriminatory treatment and a complete lack of respect for my rights as a guest with a service animal. This review serves as a warning to potential guests about the poor service and mistreatment I encountered during my stay.

For the past four years, my friends and I have attended a western history event in this town on Memorial Day weekend. Due to its proximity to the event venue, we chose to stay at Best Western Sure-Stay, with my service dog accompanying me. However, my experience last year with Yoli, the manager, left a bitter taste in my mouth. She refused to honor my non-smoking room request, using the excuse that bookings through Expedia are not entitled to requests. The hotel owner further exacerbated the situation by threatening to deny me accommodation, citing a lack of availability in town.

Determined to avoid similar conflicts this year, I booked a non-smoking king room directly through Best Western, removing any room request ambiguity. I also explicitly requested a rolling cot due to the sold-out larger rooms. Unfortunately, upon arrival, I discovered that the room assigned to me was a smoking queen room, not the non-smoking king room I had booked. Anticipating a futile conversation with Yoli, I decided not to engage and ruin my afternoon. Moreover, the promised rolling cot never materialized.

Throughout the past three years, my service dog, SheRa, and I were not a source of concern for the hotel. However, that changed this year. On Saturday morning, while peacefully enjoying breakfast in the lobby with SheRa, Yoli shouted from the front desk to someone in our group regarding the dog. Instead of approaching me directly, she rudely interrupted our conversation, causing unnecessary disruption. I calmly explained that SheRa is a working service animal, but the incident left me feeling humiliated and disrespected.

The mistreatment continued when three friends, including two ARMT veterans with PTSD service dogs, joined me for a night's stay. We followed all regulations by keeping the animals crated when in the room and visibly wearing their service vests. While no objections were raised on Saturday, the following morning, as we stood on the balcony, Yoli approached us from the parking lot, demanding to know the number of pets we had. Our army buddy promptly informed her that we had no pets or children. In response, I clarified that we had service animals, to which Yoli abruptly shouted back, stating there would be a $200 charge for not disclosing this information. She promptly retreated to the hotel. Strangely, the next morning, during breakfast right next to the front desk, Yoli made no mention of the issue.

It is important to emphasize that our stay was free of noise complaints, and there was no damage caused by any members of our group, human or animal. The mistreatment, unauthorized charge, and discriminatory treatment are entirely unjustifiable.

I must stress that if Best Western Sure-Stay fails to rectify this situation promptly, I will be left with no choice but to take further action. This may involve filing a complaint with the appropriate authorities and seeking legal advice to uphold my rights and ensure that other guests are not subjected to similar mistreatment. However, I genuinely hope that we can resolve this matter amicably, as no guest should be subjected to such treatment.

To Yoli and the management, I implore you to reflect on your actions and the consequences they may have on the reputation of your...

One of the worst experiences of my life. 73 100% disabled meeting a family member for surgery. We requested their handicap room verbally followed up with an email. We were coming out of town in two different directions. And asked if we could check in a little early they said no. We asked if one of us gets there before the other can we wait in the lobby. They said no. The room although nice was not handicap the entire time I was there I could not take a shower. My family member had her surgery we came back we could not get into the room. Her with abdominal stitches still recovering from Anastasia. Man a wheelchair. We called the front desk and said our keys didn't work the receptionist was rude and said come get new keys I asked that she bring you keys given her circumstance. She came screaming and yelling as though there was something seriously wrong with her. When we entered my family member was so ill she left go up the door momentarily and it's slammed closed pinning her in the door jamb. Shortly thereafter we had to go back to the hospital her lung collapsed. I had to stay extra days. Alone trapped in the room. There were cockroaches when I mentioned it they said they're just big water bugs from them watering their plants. The door was jamming because the mechanism on the door jamb broken. I could not get the wheelchair in the room. As you can see it was propped up. They had to disconnect the door because it was so heavy and shut so quickly that I nearly tipped over on the wheelchair. There were at least three handicap rooms which were available. Despite the fact that I asked for the handicap room they send it was there right to choose whether or not we were accommodated. I was getting ice passed by a guest leaving asked if I was staying in the handicapped room I said no. He said he had booked that room on Friday to Saturday was leaving and said I should request the room. They refused. I'm not quite sure why this happened. I'm not quite sure why this girl working for the hotel was so belligerent. But I would absolutely not recommend this hotel to anyone with any kind...

Okay so came down from Oregon to have work done on my airplane. mechanic told me it's going to be an overnight situation so I went into town to get some food and check into the local hotel i did a reservation at the front desk and was told check in is at 2. So I came back at 1:30 sitting in parking lot on my phone and this lady came out being extremely rude she probably thought I was stealing Wi-Fi but I have unlimited a few minutes later inside she turns out to be the lady (yoly) that checks me in and for some reason she was still rude I have no idea what the problem is. I did ask her how long she's been working here she said 22 years so I think she feels entitled to Act however she wants. I paid $111.83 so far the room seems really clean and comfortable. But I did get the room that's on their webpage which is usually the the best. (Update ) come back from the airport after a hot day out there to find that the air conditioner is not working very well it is about 730 p.m. and not extremely hot so it's tolerable but still disappointing. (Update) it is now 2: 45 a.m and I'm hot sweating like a pig had to jump in a cold shower get dressed so I can open the door to cool down the room I'm going to leave it open and try to sleep. I'm 🤞 I don't get robbed or murdered.... (update) I'm alive I survived guess nobody wanted to come in this steambath of a room. So here's the rundown the young girl that checked me in for the reservation was great very professional when I actually came in to get the room the old hag was very rude. the room was very clean with extra everything towels coffee and what not. the young man working this morning is very professional did a great job on the continental breakfast pretty good selection hot cakes sausage eggs muffins bananas apples different cereals Juice coffee hot chocolate and it keeps going. The air conditioner can be fixed but the old lady(yoly) with the bad attitude when there was nothing wrong I don't think there's hope for...